Kukes Water Utility, a renovated Customer Care Office with International Standards

The situation created as a result of the Covid 19 pandemic highlighted the emergency need to optimize the interactions and responses between the service providers and customers in the water sector. The restrictions imposed during the pandemic, emphasized the priority of undertaking the journey towards the improvement of public services.

A customer complaint system for the Water Utility is an effective tool to enhance good governance. Without effective complaint mechanisms, and where awareness about the rights and responsibilities is lacking, customers are unable to seek redress.

With the support of the German Government through GIZ, in cooperation with the Municipality of Kukes and Kukes Water Utility, the Consumer Care Center was completely renovated. The office is located in the city center, having accessible spaces and providing dignified services for 70,000 citizens. Although the Water Utility offers very important services to all citizens, the condition of customer care office in Kukes has been far below the required standards affecting not only their psychological and physical health, but even the quality of the services given to the citizens.

“Infrastructure has been, let’s say… in a metaphorical way “a small prison,” said Denard Germizi, citizen of Kukes. 

The conditions before the renovation of the office were critical. The interior was damaged, moisture and mold was present everywhere, the sanitary facilities were out of function and degenerated, and the floor layers were completely damaged. The rehabilitation of the office has improved the service towards customers, allowing easy payment of water bills.

“A great challenge remains the payment of water bills by a large number of families in Kukes. There has been an increase of over 10% of singed contracts between clients and Water Utility. There is an increase with approximately 30% of the customers’ payments,” said Eduard Spahia, administrator of Kukes Water Utility.

Dr. Gabriele Lames, Project Manager at GIZ Albania emphasized that this is an improvement for customers and employees, and in the long term for future investments in the Customer Care Center of Kukes.

“The aim of the project is that there is a better understanding for the work of the Water Utilities and finally that the people are willing to pay their bills, which will increase also the revenue for the Water Utilities for future investments,”: said Dr. Lames.

The renovation of the Customer Care Center of Kukes and the access on the Customer Service Portal, another tool provided with the support of GIZ, brings the customer service closer to international standards.[:]